Hi there,
We noticed today that somebody entered our driveway but the screen in the recording shows as green and 20 mins of footage is missing, how can this be?
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Hi @RingSting. Thank you for sharing this image. From the looks of it, you are experiencing packet loss. When video is transferred from your Ring Doorbell to your router, it is done in small “packets” of information. Packet loss typically occurs when there is a weak or low wifi signal, or some kind of interference. What is the RSSI of your doorbell? This information can be found under the Device Health tile in the Ring app.
If you have a strong RSSI, but are still experiencing this issue, reach out to our support team for the next best steps. Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.